What is CX Automation? | CXOTalk #855

AI is revolutionizing personalization, but are you using it effectively? David Edelman, author of "Personalized: Customer Strategy in the Age of AI," reveals how to leverage AI for genuine customer connection, not just intrusive marketing.In CXOTalk episode 857, Edelman, a senior advisor at Boston Consulting Group (BCG) and Harvard Business School professor, shares practical strategies for building a customer-centric organization and maximizing customer lifetime value. Discover the five promises of personalization and how to overcome common challenges like data silos. Learn how CMOs can lead the charge in AI-driven personalization, becoming strategic growth drivers.Watch now for actionable insights and real-world examples to transform your customer relationships in the age of AI.#AI #Personalization #CustomerExperience #CX #Marketing #DigitalTransformation #cxotalk

AI and data science experts Dr. Anthony Scriffignano and Dr. Satyam Priyadarshy join Michael Krigsman for a candid discussion on the practical realities of AI implementation. They debunk the myth of AI as a magic bullet and explore what truly drives success in AI projects and the common pitfalls that lead to failure.Learn how to address critical challenges like confirmation bias, data quality issues, communication gaps between data scientists and business leaders, and the ethical considerations of synthetic data. Discover practical strategies for building a data-driven culture, managing computational costs, and maximizing the value of your data science initiatives. This episode is a must-watch for business and technology leaders seeking to leverage AI effectively.🔷 Subscribe: www.cxotalk.com/subscribe🔷 Read the summary and key points: https://www.cxotalk.com/episode/deep-dive-real-ai-with-real-data-scientists🔷 LinkedIn: www.linkedin.com/company/cxotalk🔷 Twitter: twitter.com/cxotalkPlease like, share, and leave a comment below. We'd love to hear your thoughts!

In episode 855 of CXOTalk, we talk with Dan Bodner, Founder and CEO of Verint, to explore how artificial intelligence is transforming customer experience (CX) automation in contact centers.The conversation presents practical strategies for CX Automation: integrating AI to enhance customer satisfaction, reduce operational costs, and convert contact centers into revenue-generating assets.Dan shares real-world examples, such as automating call summaries with AI to improve efficiency and using AI-powered coaching bots to assist agents in real-time. By embedding AI into existing workflows, companies can augment their workforce seamlessly, leading to more effective operations and better customer experiences.Key Takeaways:Enhance Customer Experience and Efficiency with AI: Implement AI solutions to automate routine tasks, allowing agents to focus on delivering personalized service.Seamless Integration of AI Tools: Embed AI into current processes to assist agents without disrupting their workflow.Augment, Don't Replace, Human Agents: Use AI to support and enhance agent capabilities, fostering effective collaboration.Start Small and Scale Up: Begin with limited AI initiatives to quickly demonstrate value and expand based on measurable outcomes.About Dan Bodner:Dan Bodner is the Founder and CEO of Verint, a leading Customer Experience Automation company. Since starting Verint in 1994, Dan has been at the forefront of leveraging AI to revolutionize customer engagement, helping organizations enhance satisfaction while optimizing costs.Don't forget to subscribe to CXOTalk for more expert discussions on leadership, AI, and the digital economy!Subscribe: www.cxotalk.com/subscribeRead transcript and key points: www.cxotalk.com/episode/what-is-cx-automationLinkedIn: www.linkedin.com/company/cxotalkTwitter: twitter.com/cxotalkIf you found this video valuable, please like, share, and leave a comment below. We'd love to hear your thoughts!#CXAutomation #AI #CustomerExperience #Verint #ContactCenter #CXOTalk #ArtificialIntelligence #BusinessGrowth #DigitalTransformation #CustomerSatisfaction

Ready to explore the mind-bending world of Agentic AI and its impact on the future of work?In CXOTalk episode 854, Michael Krigsman talks with Babak Hodjat, Cognizant's CTO of AI, to unravel the mysteries of AI agents, evolutionary algorithms, and the potential for robot armies to reshape our world.Discover:What are AI agents, and why are they like mini robot armies? Learn how multi-agent systems are revolutionizing AI and offering advantages over traditional approaches.Can robots learn to walk in a world where trees float? Explore the fascinating world of evolutionary AI and its applications in website optimization, robot locomotion, and more.How do we prevent AI bias and ensure responsible development? Hodjat tackles the crucial ethical considerations of AI and the need for human-centric design.What does the future hold for businesses in the age of agentic AI? Get a glimpse into a future where interconnected AI agents collaborate to achieve complex business goals.Babak Hodjat, a pioneer in AI and one of the inventors of Siri's natural language processing, demystifies complex AI concepts and offers practical insights for business and technology leaders. Don't miss this opportunity to explore the future of AI and its transformative potential!Subscribe to the CXOTalk newsletter to join our LIVE conversations:Episode page: https://www.cxotalk.com/episode/inside-the-advanced-ai-lab-agents-robots-and-levitating-treesTwitter: https://twitter.com/cxotalkLinkedIn: https://www.linkedin.com/company/cxotalkFacebook: https://www.facebook.com/cxotalk

Want to understand the power of agentic AI and how it can transform your business? In episode 854 of CXOTalk, Michael Krigsman sits down with Praveen Akkiraju, Managing Director at Insight Partners, to explore the exciting world of AI agents.This episode simplifies complex concepts, helping you understand AI agents' potential for automating tasks, boosting efficiency, and unlocking innovation. We explore real-world applications, the crucial role of data infrastructure, and the importance of trust and transparency in agentic AI systems.Plus, we address those burning questions about the impact of AI on the future of work.Listen to this episode to learn:-- What agentic AI is and how it differs from traditional AI-- Practical applications of AI agents in various industries-- Key considerations for evaluating and implementing agentic AI solutions-- How to build trust and transparency into your AI systems-- The potential impact of agentic AI on jobs and the workforceDon't miss out on this essential discussion about the future of AI in the enterprise!Subscribe to CXOTalk for more insights from leading experts in the tech industry!🔷 *Subscribe:* www.cxotalk.com/subscribe🔷 *Read transcript on CXOTalk site:* https://www.cxotalk.com/episode/what-is-agentic-ai-intelligent-agents-and-autonomous-workflows🔷 *LinkedIn:* www.linkedin.com/company/cxotalk🔷 *Twitter:* twitter.com/cxotalk

In Episode 852 of CXOTalk, host Michael Krigsman explores enterprise AI strategy with guests Anindya Ghose, Professor at NYU Stern School of Business, and Ravi Bapna, Chair Professor at the University of Minnesota's Carlson School of Management.What You'll Learn:The "House of AI" Framework: Understand the foundational pillars—data engineering, descriptive analytics, predictive analytics, causal analytics, and prescriptive analytics—that form the basis of successful AI strategies.Building a Strong AI Foundation: Learn why allocating 70% of resources to data cleaning and preparation is crucial for AI success.Overcoming Barriers to AI Adoption: Discover how to address the "three I's"—inertia, ignorance, and lack of imagination—that hinder AI implementation in organizations.Leveraging AI for Competitive Advantage: Explore techniques like transfer learning and fine-tuning to maximize AI benefits, even with smaller datasets.Addressing AI Ethics and Bias: Gain insights into proactive measures for de-biasing AI models and ensuring fairness and equity in AI outputs.Cultivating an AI-Ready Workforce: Find out how to upskill your team and foster a culture that bridges the gap between technical capabilities and business leadership.Learn from two leading academics collaborating on AI initiatives with over 200 companies globally.Stay Connected:🔷 *Read transcript on CXOTalk site: https://www.cxotalk.com/episode/enterprise-ai-strategy-algorithms-and-ecosystems🔷 *Subscribe:* newsletter.cxotalk.com🔷 *LinkedIn:* www.linkedin.com/company/cxotalk🔷 *Twitter:* twitter.com/cxotalk

In episode 851 of CXOTalk, Kurt Strovink, a senior partner at McKinsey & Company, explores the pivotal role of leadership in enterprise AI.Learn how to balance innovation with risk, bridge the gap between business and technology, and tackle the ethical challenges AI poses.  Discover why CEOs should act as 'chief calibration officers,' ensuring rapid innovation while managing risks effectively. Strovink emphasizes the importance of a strategic approach beyond individual use cases to focus on high-value domains. This episode also highlights the necessity of developing comprehensive frameworks to address potential biases, privacy concerns, and workforce impacts. Understand the critical role of senior executives in making judgment calls on gray area trade-offs and maintaining optionality with partners in a rapidly changing environment.Don't miss this opportunity to gain valuable insights on delivering real business value through technology in a risk-adjusted way.Stay Connected:🔷 Read transcript on CXOTalk site: https://www.cxotalk.com/episode/mckinsey-ceo-guidance-for-enterprise-ai🔷 Subscribe: newsletter.cxotalk.com🔷 LinkedIn: www.linkedin.com/company/cxotalk🔷 Twitter: twitter.com/cxotalk

Join CXOTalk episode 850 for a discussion with Jeff Schilling, Chief Information Security Officer at Teleperformance, as he explores the intricacies of managing cybersecurity globally. Discover how Teleperformance, the world's largest business process outsourcing company, leverages Island's enterprise browser to enhance security across diverse IT environments while maintaining ease of use for its 500,000 employees.Learn about the challenges of operating in over 100 countries and how a collaborative approach with clients helps mitigate security risks. Gain valuable insights into protecting corporate reputation and ensuring business continuity in today's evolving threat landscape.📢 Stay Connected:🔷 *Read transcript on CXOTalk site:* https://www.cxotalk.com/episode/is-the-enterprise-browser-secure-a-ciso-speaks🔷 *Subscribe:* newsletter.cxotalk.com🔷 *LinkedIn:* www.linkedin.com/company/cxotalk🔷 *Twitter:* twitter.com/cxotalk

In CXOTalk episode 849, Michael Krigsman hosts Peter Altabef, Chair and CEO of Unisys, to explore the transformative role of AI in enterprise technology and the pivotal role of CIOs in this evolution. Altabef provides insights into how Unisys integrates AI to improve client solutions and internal operations while emphasizing strategic investment and leadership.Episode Highlights:AI as a Catalyst for Innovation: Learn how AI, especially generative AI, reshapes business strategies, fosters innovation, and redefines customer engagement.CIO Leadership in AI Transformation: Discover how CIOs are crucial in driving AI initiatives, managing risks, and fostering cross-departmental collaboration to achieve success in a rapidly changing landscape.Disciplined AI Investment: Understand Unisys's strategic approach to AI investment, focusing on projects that align with business objectives and deliver measurable ROI.Cultural and Leadership Transformation: Explore the importance of cultivating a culture of continuous learning and servant leadership to navigate AI-driven changes successfully.Future Technologies: Explore the potential of emerging technologies like quantum computing to expand AI capabilities and drive future growth.About the Participants:Peter Altabef: Chair and CEO of Unisys, with a wealth of experience in leading technology companies.Michael Krigsman: Industry analyst and CXOTalk host, recognized for his digital transformation and leadership expertise.🔷 Read transcript on CXOTalk site: https://www.cxotalk.com/episode/state-of-the-enterprise-and-the-cio-with-unisys-ceo#enterpriseai #digitaltransformation #ceo #cio #cxotalk #unisys 

Ed Sim, founder of boldstart ventures, discusses investing in enterprise AI startups on CXOTalk episode 847. Learn how AI reshapes the tech landscape and what investors seek in AI-driven companies. Gain insights on integrating AI, balancing development speed with scalability, and building key relationships.📢 Stay Connected:🔷 *Read transcript on CXOTalk site:* https://www.cxotalk.com/episode/vc-update-investing-in-early-stage-enterprise-ai🔷 *Subscribe:* newsletter.cxotalk.com🔷 *LinkedIn:* www.linkedin.com/company/cxotalk🔷 *Twitter:* twitter.com/cxotalk#enterpriseai #venturecapital #vc #cxotalk